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Skills

  • Desktop support
  • ITSM Tool Expertise (ServiceNow)
  • Organization
  • Cross-functional team collaboration
  • Business operations
  • Mac systems
  • Incident Management (ITIL)
  • Data recovery
  • Problem resolution
  • Data entry

Work Experiences

  • Awarded Outstanding Service Award in recognition of leading initiatives that increased system uptime by 16% over 2020.
  • Adhered to best practices in ITIL framework.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 5 new accounts.
  • Collaborated with customer success to implement continuous service improvements during weekend support hours, improving team capacity by 62%.
  • Automated resolution of recurring issues.
  • Collaborated with the method team to define key performance metrics, enabling faster identification and resolution of business-impacting issues.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Collaborated with marketing for service improvements.
  • Achieved production sign-off for standard.
  • Led a support team that assisted an average of 9 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Supporting hardware and software issues for standard computer systems is a skillful Senior Production Support Analyst.
  • Excellent cross-functional collaboration and budget management knowledge.
  • Dedicated to learning, growing, and succeeding in Computers Hardware.
  • Senior Production Support Analyst with a 6-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Strengths in client relations and cross-functional collaboration backed up by Computers Hardware training.
  • Within Computers Hardware, senior Senior Production Support Analyst and outstanding performer in team leadership and client relations.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Senior Production Support Analyst is a multi-talented Senior Production Support Analyst who is consistently rewarded for planning and operational improvements.
  • Achieved a 27% reduction in escalations.

Accomplishments

  • Improved cross-departmental collaboration by implementing a structured problem-solving approach, leading to faster resolution times for systemic problems.
  • Delivered detailed root cause analysis for escalated outages affecting 14 critical systems, resulting in a 74% reduction in downtime.
  • Collaborated with team of 17 in the development of system.
  • Assisted in the rollout and production support of Workday, ensuring a smooth user transition with 12% fewer incidents than anticipated.
  • Led performance tuning efforts across Tableau that resulted in a 75% gain in system throughput and operational stability.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized initiative integrations resulting in a 22% reduction in latency and improved data processing by 9 hours per day.
  • Achieved a 43% increase in issue resolution within the agreed SLA timeframe by effectively leveraging monitoring and alerting systems.
  • Proactively managed incident queues during system outages, ensuring that critical issues were escalated and resolved within 12 hours.
  • Led a service desk overflow initiative to handle increased support tickets during peak periods, improving average response time by 58%.

Affiliations

  • Cloud Native Computing Foundation (CNCF) Professional Membership
  • Society of Women Engineers
  • Six Sigma Yellow Belt Certified Professional 2018
  • Data Management Association International (DAMA) Chapter the Southwest
  • American Medical Informatics Association
  • International Association of Information Technology Asset Managers (IAITAM) Member
  • Database Administrators Guild the Pacific Northwest
  • American Society of Safety Professionals
  • Society of Human Resource Management
  • Red Hat Certified Engineer (RHCE) - 2018

Certifications

  • ITIL Foundation Certificate in IT Service Management
  • Certified Public Accountant
  • Certified Information Technology Infrastructure Library (ITIL) 4 Managing Professional
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Microsoft Certified: Azure Administrator Associate
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • Salesforce
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)

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